Our Policies

Delivery Times

Unless stated otherwise in advance of the shoot, you can expect to receive digital delivery of all photo packages within 24 hours after completion of the shoot. Likewise, Zillow 3D Virtual Tours are completed and uploaded to the Zillow platform within 24 hours. Video packages require more editing time and are typically uploaded to our hosting server within 1-2 days of the shoot. 

Payment

Unlike some service providers, we don’t require payment in advance to secure our services. While you are certainly welcome to pay your invoice in advance of the shoot if it fits your business model, the only requirement is that you pay your invoice before your media is downloaded. If you are part of a brokerage where invoices are handled by a single administrator or accounting department, please contact us. We can set up accounts in our booking system so all invoices are forwarded to a single account for payment.

Cancellation and Reschedule

We understand how dynamic the real estate industry is and know things can change in an instant! However, we respectfully ask for 24-hour notice to cancel or reschedule photoshoots. Within the 24-hour window, a cancellation fee of $75 will be assessed. If our photographer arrives at the property to find the shoot is cancelled (including denied access to the property), 50% of the quoted shoot amount will be assessed in addition to the $75 cancellation fee. We want to keep you as a customer, so the entire value of the 50% fee for late cancellation will be applied to the cost of your rescheduled shoot, as long as you are able to reschedule for within 7 days of the original appointment.

Assessing these fees is exceedingly rare for us, as we work hard to keep lines of communication open and up to date. This includes confirmation messages before the shoot to the email address and phone number you provided when creating your booking and customer account. 

Refund Policy

Reshoots

Complimentary Reshoot If We Are At Fault

If the delivered images contain a clear technical error (e.g., missed room, equipment malfunction) and you notify us within 3 business days of delivery, we will schedule a single complimentary reshoot at no additional cost.

Agent/Owner-Requested Reshoot

If you request a reshoot for reasons other than a technical error (for example: property staging changes, seller added finishes, framing preferences changed), the following applies:

• If the request is made within 7 days of delivery and involves less than 10 images, we will apply a discounted reshoot fee (e.g., 50% of the original package price).

• If the request involves more extensive work (entire property, multiple rooms) or is made after 7 days, we reserve the right to charge the full current package price.

Home Un-ready at Time of Shoot / Reshoot Due to Prep Issues

If we arrive on-site and the property is not properly prepared (significant clutter, no electricity, access issues, key features not available, staging incomplete) and you choose to continue the shoot anyway, you may incur an additional “return trip/reshoot fee” for a later reshoot. We’ll quote this fee in advance.

Scheduling & Turnaround

Reshoots are scheduled based on our availability and will follow our standard turnaround times. Once reshoot is agreed, you will receive a revised delivery timeline.

Rescheduling Due To Weather

Photoshoots will continue as scheduled as long as it is not raining heavily. If heavy rain is present, we can shoot the interior as you and the seller have probably put a lot of hard work into getting it ready for the scheduled shoot. Beautiful exteriors can often be achieved despite gray skies through the use of tasteful sky replacements during editing. If that’s not possible, we will return for exterior photos at the earliest day possible where the weather cooperates. Another option is we can reschedule the entire shoot to the next available appointment. (No reschedule fees will be assessed for inclement weather.)

Agreement & Payment

By booking our services, you agree to these policies. All fees will be itemised in your quote/invoice and any reshoot charges must be paid in advance of scheduling unless other arrangements are made.